Transcript
Kelli Fawver (00:00) hey, Niccole. How are you? Oh, it’s been a busy morning. I was going to be two minutes late and then my computer’s been moving slow as molasses with loading anything. So, okay.
Niccole Russell (00:15) I was a couple of minutes late myself. I was on another client call and I’m like I have to go perfect.
Kelli Fawver (00:22) Well, here we go. Here we go. I don’t have too much on the agenda today, so we’ll probably just keep this pretty short and sweet. I did have one thing noted here that I just wanted to review with you as far as like questions I had. But before we dig into that first, do you want to say, thank you for your thorough response? I think I.
Niccole Russell (00:45) didn’t get a response back. So I’m like, okay, maybe he sees.
Kelli Fawver (00:50) Like I said, I think there’s just a lot of misalignment all around just on like expectations, right? Again, like… we have a sales consultant who keeps and this, I know this is recorded. So, but… finally got the like concept across that like medallion, you’re great, right? But we’re the liaison between the provider and the payer. We don’t have some sort of like magical wand we’re waving to move them up in line or a way that we like know secrets from the payers, like we can start to find out these themes. But like we don’t know until we start getting into that client’s zip code who’s accepting like it’s so nuanced. And so, I think the concept finally sunk in last week because he was like, well, doesn’t medallion do this? And I’m like, no, we’ve talked about this before and it’s not that it’s a limitation on your guys’ end. It’s again, there’s certain things you guys cannot possibly know. And so, he’s like… okay, I think it’s making sense now and I’m like, so.
Kelli Fawver (02:15) I don’t yeah, I think it’s just like understanding like what the realities of credentialing are, is what our team is just struggling to have alignment on like, yeah.
Niccole Russell (02:28) I get that. And I do have, a sheet that one of my leads put together for a different client. So, I’m going to provide it to you as well. They’re for BH providers. They’re payers, not as long as a list that I sent you, but it does kind of break things out. And I don’t know again, I would have to look to see if it relates to some or all of your payers. I know it does. I saw optum on there. So, okay, optum and, uhc, but I thought, well, if nothing else, it’s just kind of a guideline if you have this payer, then you’re going to enroll them under this, in the system, this payer for this. So, I think they’re… payers that she put together quickly in about 30 minutes. Okay? So I do have that and let me show you because I have an agenda here just to kind of touch on a couple of things. Yeah.
Kelli Fawver (03:23) Because any cheat sheets that we have like anything that you can provide is helpful. So if you guys work with another behavioral health or you’re like, hey, we learned this. I know there’s certain like, you got to keep, the guardrail somewhere. But like any of that insight you can provide is really helpful.
Niccole Russell (03:38) Yeah, absolutely. And that’s why I did because I’m like, I know you’re struggling to know which payer you should enroll in for this. And so I thought this would be helpful. So I did attach it here. You can go in and take a look at that. A couple of things that I just wanted to task, you know, to brief on overall. And I do this with every client just kind of, a top of your head type thing. So tasks you do have overall 26 that are out there. Provider has two admin has 24, I.
Kelli Fawver (04:09) Know, keep in mind these admin tasks, we’re following up with the providers, but ultimately they’re provider tasks, we at Raven can’t get the Coi, we can’t do the like we can’t do those. So, I think to that point too, we had talked about before once the provider is invited, we had asked for all of these tasks to be starting to send to the providers. And I know that’s being sent to some of them. But I’m not quite understanding when it’s being assigned as a provider task and as an admin task because again, we cannot like once it’s out once we’ve done the preliminary and they’ve signed like again the docu sign, how can we do the docu sign? So I think that’s one of the confusion that like I think in the beginning and I’m just going to take a step back in the beginning when we had these conversations with sales and some of the other implementation managers. I think again, there was a disconnect on what medallion does and what Raven does.
Niccole Russell (05:12) Right. And.
Kelli Fawver (05:13) what Raven does is we don’t have an npi. We don’t have providers. We do not do any of this. We will never be credentialed.
Niccole Russell (05:25) Right. So.
Kelli Fawver (05:27) These are all providers that we are again that liaison from Raven to medallion to that provider. So these admin tasks get stuck in my pool. And I’m still like you can see, I put like following up, you know, I try and follow up, but these providers need that insight as well. And again, it’s really nice when the providers get their tasks, but why are some of these tasks going into what appears to be the wrong bucket?
Niccole Russell (06:04) Can’t answer why they’re going into the wrong bucket? I can clearly see they’re the wrong bucket. So I can take that back and have that reviewed to make sure and I can bring that to my boss’s attention. I do have another client kind of the same thing. DocuSign, it’s a provider thing. Nothing for you to do. Cois normally do go to the admin so I can kind of separate… on the project plan that we created. I can kind of separate what you… get as opposed to the provider. So let me just confirm as far as that goes. Do you only want group items to come to you? And then everything that pertains to the provider goes to that provider? No.
Kelli Fawver (06:56) All of it should go to the provider, like really realistically, right? When we have a group, like if you look at any of our groups, right? Go to, let’s do learn and blossom, for example, right? When we set them up there’s, and I’ve gone through this process with Naomi. So I know like Niccole whatever. But one of the pain points, right? Is we set up this provider, right? Yeah. So they’ve got one facility. Now we go to practices. I have to enter the same information again because it’s the same thing, right? Right now, we go to providers. We’ve got one provider. Now, I get that, right? We don’t want maybe these group things going out to everybody but isn’t that why we designate a designated official for the group.
Niccole Russell (07:53) So,
Kelli Fawver (07:54) like when we go to group officials, like because I’d assume, right? At the group level, again, Raven doesn’t own anything for that group. This is learn and blossom’s group not Raven. So why are we then getting stuck with all these tasks? And again, it’s fine. We’re doing the follow ups, but it’s just so much administrative work when.
Niccole Russell (08:18) we don’t own anything. I will say, I will say you are the unicorn of the bunch. So typically, what happens is the clients are responsible for the groups, they own those mpis and they should, right? So, but you’re saying you don’t own any mpis, that this person is who that needs to go to.
Kelli Fawver (08:43) Again, Raven, we’re just, hey, we’re saying, instead of medallion going out and advertising, hey, we’ll help you with your credentialing, right? Right? We pay you and we’re advertising, hey, we’re going to help you with your credentialing. We will never ever be credentialing at least as far as I know, we do not have providers, Raven health as an organization.
Niccole Russell (09:12) Is a third party, we.
Kelli Fawver (09:13) Are a third party. So these groups, these providers we’re all working with learn blossom, bi, all of these groups, every single group is a different organization. We have a contract with to help them with their Raven services and do credentialing with. And again, I feel like that’s where it’s getting lost in the sauce is it is, we are never going to own any of these tasks ever like, I know it’s going to stay in our realm until we send the sign off to the client, right? Until we send them the invite. So, let me,
Niccole Russell (09:49) ask you, let me ask you. So these group officials, are they in the system?
Kelli Fawver (09:55) Go to, if you go to the providers? Okay? Because.
Niccole Russell (10:02) what I will say is if they are not in the system, there’s no way for us to task that. So I can take this as a takeaway to the team because that’s definitely where the disconnect is. Yeah, I can tell you 100 percent.
Kelli Fawver (10:15) Okay. Good. Well, I’m glad we finally have that ironed out because I know we’ve had multiple conversations across sales implementation and success support about like we brought josh in again before, like there’s some sort of disconnect happening here because again, this should have been lined up at the time of sale that Raven health does not. These are all our clients. This is not anything to do with Raven, right? Okay. And,
Niccole Russell (10:44) I think even still to that, maybe a lot of, I can’t speak for others. Maybe the group takes care of it. I’m not sure the ones that I’ve seen the groups actually own the mpis… and so.
Kelli Fawver (10:58) Yeah. And we’re working that’s where it is. So.
Niccole Russell (11:01) I can have them start looking at that group official and submitting the task to them. Okay?
Kelli Fawver (11:06) And we’re working like usually with these groups, I have a weekly meeting with them. We’re going through any tasks, but again, it’s that I’m not going to have an instantaneous update, right? Because, right? I’ve got to email the client, maybe do a follow up next week. I’m not doing a DocuSign, right? I’m sending them these tasks and then they can’t see.
Niccole Russell (11:29) Them because their providers are not admins. Yeah, that makes sense. Well.
Kelli Fawver (11:33) They should be able to like if a doc, so help me understand. So this is one I wanted to walk through, right? So I had a specific example here. I wanted to chat through, but maybe this one is a good one. So for example, DocuSign needed, can you click on that task please?
Kelli Fawver (11:54) So here it says that the DocuSign was sent to, please follow this. Please note it was expired, right? Thank you. Maybe this isn’t a good one… because.
Niccole Russell (12:07) This would be one where I.
Kelli Fawver (12:08) need to email them.
Niccole Russell (12:14) Well, this should be going directly to the provider anyway. DocuSign should automatically be going to the provider. I’m just not seeing.
Kelli Fawver (12:21) Well, can we look up a specific one? Because I did have an example of one that I was like, hey, I just want to check on this because so this is for instinct behavioral analysis, okay?
Kelli Fawver (12:38) And I guess this isn’t the same example, but it is one I had linked because going back to the tasks, right? I kept getting pinged for this task and it’s probably in the review section. Well, actually let’s look at this one quick because this one says that you should have gotten an invite from medi cal. And I did say I left a message here. So he said he wants us to resend because he’s saying he didn’t get it. So, again, this information should have this invite from medi cal. Should have gone to that designated official, correct?
Niccole Russell (13:17) It should have went to, yes. Okay. So.
Kelli Fawver (13:21) Can we resend it to that designated official, Ivan and get this restarted?
Niccole Russell (13:26) They will this, since you commented on, it falls into their follow up bucket. So they’ll resend it.
Kelli Fawver (13:32) Okay, perfect. Perfect. Yeah. So that takes care of that. Because again, I had some thoughts as I was looking at this last night, I’m like wait, are they sending it to him? And because he was like, no, I haven’t seen anything and he goes, the only thing I’ve seen is for a request to payment and I’m like, well, we haven’t done anything there. Yeah. So, but then there’s another task that’s in the review. I believe. So this task would be for the blue cross blue shield of California. And I’m confused because they asked for a copy of the, what does it say? Copy of approved filing from California secretary of state. That is what is needed in the beginning. So that’s the state license is already added. And then they asked for a copy of articles of incorporation. Again, these were already added in the profile. So I’m curious like I re, added them last night, but I’m curious again, like if you go back and look at the documents area now, for this group, right?
Kelli Fawver (14:45) Even if you just click out of this, yeah, just go back to the group… it’s weird because again, you look at the documents area and it’s the same damn document I uploaded in February, right? The articles… of incorporation? I uploaded February. I added them to the note, but like I already added these a month ago. So what else do you guys need for an article of incorporation? I’m confused I should.
Niccole Russell (15:13) Be looking here.
Kelli Fawver (15:16) Because then it’s providing like Ivan was like, I already gave this to you, but I’ll give it again. Thanks. And I’m like, yeah, we just need to make sure it’s updated like I lied and I’m like we need to make sure it was the most.
Niccole Russell (15:28) updated. So, let’s open up. Hang on. Let’s go to.
Kelli Fawver (15:33) But it says copy of approved filing from state secretary, show legal entity, name, right? Legal entity. So that would be for the entity, not… Ivan but the group, correct? That’s what it means, right? Right?
Niccole Russell (15:54) I’m just wondering if they went here to look for it. It should be a group thing that’s a tax document. Yeah.
Kelli Fawver (16:01) That’s what I’m trying to call out is like, I see like we’re getting a lot of tasks… that I’m like help me explain what different thing we need if this was already provided and we need something like if the form is wrong, please have us say like, hey, the existing form provided didn’t include xyz, please update with a new signature with like maybe the W9 wasn’t signed whatever, right? Tell us exactly what was wrong. So that we’re not just guessing, right? Yeah.
Niccole Russell (16:35) So, and that’s what I would say. I would just like you did, all of these were previously provided. Are you looking for something different? I can’t say, I’m not creating the task, I can’t say, but they should be looking at the group profile. Okay? And it is clearly here. So… okay.
Kelli Fawver (16:56) Well, keep us in the loop because again, it’s just these little things where I’m like am I doing something wrong? Like where is it’s obvious that there’s a disconnect? And I’m not quite sure what either I’m missing or doing wrong or how I can ask for better information to get these moving because I don’t want a task that again, if this task is in here, I can’t get to it for three days and then it’s just sitting there because I hate to say it, but your team didn’t look in the documents? Yeah. That’s not a great experience.
Niccole Russell (17:29) I can’t say, I mean, I don’t know if it’s a new person which should still be looking here. I can’t say anything. I can’t say definitively what happened here but I can clearly see it. So if you are seeing that, then be sure to state that in the task, I will meet with the team lead for PE, that is in charge of your account. And then she has, you know, worker bees under her, distributing the applications to the payers. So I will meet with her directly and kind of let her know how your group is laid out, how tasks need to be submitted. The team really needs to go in and look for the information that’s being tasked because it’s already, you know, you found some instances where it’s already in there. And so maybe they need to do a refresher with the team? Okay?
Kelli Fawver (18:25) Well, either or like again, Niccole, we’re open to suggestions on what we can do better too, right? Not saying that, right? It’s on either end, right? We’re a team and we want to make sure that we’re doing the best to get things moving. End of the day. We want to mitigate work for anybody, right? So we don’t want your team to have to task out stuff for us to do and us to do tasks that we don’t need to do at the end of the day. We just want to get these, you know, out to people.
Niccole Russell (18:51) Absolutely, absolutely. I agree.
Kelli Fawver (18:54) Definitely appreciate that coordination and collaboration. But I do know there’s a lot of tasks and I’ve been trying to add notes.
Niccole Russell (19:00) Yeah, that’s fine. I mean, that helps me understand why all of these are in admin. But if you don’t own them because you’re reaching out to other people to take care of it. So that helps me take that back to the team to get it assigned appropriately, right?
Niccole Russell (19:17) So no, thank you for that. So going back here to board cert, expirables. I do look to see if any are expiring within 30 days, just kind of an fyi to you. You had two. So one is expiring today for Kelli heon, that’s the behavior analysis certificate that expires today. And then Carissa wendt behavior analysis cert expires on 411.
Kelli Fawver (19:43) And what happens when it expires? Does that just mean that their credentialing won’t move forward because they were looking at expired license. And so it’s.
Niccole Russell (19:51) a certification. So it’s their board cert. So yes, the payers will request that information. And so they’ll task out to that provider if it’s not updated.
Kelli Fawver (20:02) Okay. So just get ahead of these knowing that, right? Actually, Kelli. We just, we just asked to release some of their enrollments. So I’ll circle back with the team and make sure we get an updated certificate for Kelli and Carissa. That way we don’t hit any road bumps during that credentialing. Yeah.
Niccole Russell (20:22) That would be great. And just so you know, these notes in our meeting invite, they’re at the bottom. Yes. Okay. Perfect. Okay. And then enrollment requests. I just went to the payers tab enrollment requests. So you have four that are under requested status, 28 that are processing, and then 33 that need client attention. And then under the provider profiles, and I can show you briefly where to find this. I find it very helpful when I’m looking to see what all has been completed or what hasn’t so provider profiles for outstanding tasks, there are two provider action required. There are six. And then provider profiles, zero to 84 percent are six. So if you recall, they have to be at least 85 percent complete and their disclosure questions and agreement have to be signed. Yeah. And so that’s why I bring that to your attention. And then providers not signed into medallion are five. I would have to go back to look to see if they, the request has been sent to them. I’m sure it has, but yeah, I think I just.
Kelli Fawver (21:30) added, I don’t know when you took this data, but I added three last night.
Niccole Russell (21:35) Okay. I did it this morning. Okay?
Kelli Fawver (21:37) Yeah. Those are probably three brand new providers. We haven’t even gotten their ceqh information, any of that. So there’s going to be three known that I haven’t invited, but then I’m curious, the two other ones that haven’t can you, so.
Niccole Russell (21:51) Let me show you here. This is where I find this information. So I click on this little I’m sharing my screen. Oh, yeah. I am. Okay. So under providers, there’s this little section here. I’ll click this funnel, Has outstanding task. I select that, and then I’ll go back in, I’ll do provider action required. And then for the zero to 84 percent, I click these. It does say 85 percent. I think that one’s yellow. So I kind of look at all of the ones that are red and bring those to light, not the 85 percent, but, OK, yep. And that’s where I find that information. But then.
Kelli Fawver (22:32) Where do I find? Because right? We can see the top three were the ones that obviously they haven’t gotten into the portal. They weren’t even invited yet. But those other two without having to look through each individual user, how can I know if they activated it? So.
Niccole Russell (22:47) The way that I do it is I filter and.
Kelli Fawver (22:53) By date joined? OK, yeah.
Niccole Russell (22:55) Date joined, that lets you know when they joined the medallion so you can hit the two arrows and then it kind of ascends and then descends.
Kelli Fawver (23:04) OK. Yep. I didn’t even scroll that far in the spread. OK. So then I see that Wendy… and Victoria haven’t yeah.
Niccole Russell (23:18) So if you get, see how it populated all of these here at the top, these are the five. So you’ve got Wendy Tommy?
Kelli Fawver (23:26) I’ll return that to Wendy then, and Rachel… yeah. Or Wendy and Victoria, she’s the other one. OK, cool.
Niccole Russell (23:41) And so then you would just go back into the members tab. You can search their name. So here if we did Wendy.
Kelli Fawver (23:51) And I already resent it from that tab there.
Niccole Russell (23:54) Yeah, that’s fine. But you can see when you actually invited her. So you invited her March seventeenth and she just hasn’t accepted yet. Perfect. Yeah, cool.
Kelli Fawver (24:04) Well, I just resented to Wendy and then Rachel, so thanks for pointing out that they hadn’t logged in yet because that’ll be you’re welcome. Yeah, you’re welcome all.
Niccole Russell (24:16) Right. That’s all that I have. Do you have anything else for me?
Kelli Fawver (24:20) I just had that one task highlighted because again, I was just a little confused on… especially since we’re starting to get more of like the portal request to of like.
Niccole Russell (24:33) Well, yeah.
Kelli Fawver (24:34) Availability and pave come up to now because we’re working with some California clients. So it’s like we get down the line and they’re like, hey, we need access to here. A few clients have been able to do it successfully. So I don’t know again what the difference was, where like I know availability, I’m pretty sure a provider was like, yep, they needed like a little bit more information from medallion. Like… it was like the, it was like we needed to know like the exact name of and it was like Elizabeth or something on your end. And so we had to have like a form for them to fill out and everything. So that’s really helpful going in the task, being able to pull that form. But again, just like understanding… I guess my overall feedback is like understanding the full scope of what the ask is of the task, right? So again, the provider, they get a task saying, hey, we need availability access… please use attached document for all fields required or something like that because there’s like questions coming back. And then I go in and I can figure it out because I’m a little familiar. You and I have had conversations but it’s just the provider is unsure. And then there’s some situations where I’m unsure too like this one with Ivan where I’m like I think we have all the documents but give them to me anyways and I’ll upload them, you know, so again, just knowing like more specifics of the task, I guess. Yeah.
Niccole Russell (26:09) So if it’s asking for portal access, you want instructions laid out on how to provide that access to the team?
Kelli Fawver (26:18) Exactly like, well, what information? And I’m noticing usually it’s like a document that they’re adding but then adding like see attached document. And I know that’s silly. But for a provider getting this, right?
Niccole Russell (26:32) It’s let’s you.
Kelli Fawver (26:33) Kind of sometimes got to spell it out really blankly like, hey here’s step one, step two. Like I literally had to do that with a provider this morning. I’m like, okay, well, have we done step three? We can’t move on to step four until we do step three, like, yeah.
Niccole Russell (26:47) You know what I mean? Yeah… but.
Kelli Fawver (26:50) Anywho, I know we’re over time, so, thank you, Niccole. Yeah, you’re welcome. We’re making good progress. So, yeah.
Niccole Russell (26:56) Yeah, we are. We’ll get there. But thank you for the clarification on that. I will meet with the team lead today. I’ll see if she has availability today and let her know that there are some things… that need to be highlighted on how the team need to work that information.
Kelli Fawver (27:14) Okay. Awesome. Well, Niccole, let us know again. Anything we need to adjust to?
Niccole Russell (27:18) Okay. Thanks, Kelli. All right. Take care. All right, you too bye.